Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/19/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a CPO vehicle from this dealer back in Jan '22 with 12K miles on it. Took the car in for service in June '22 and was advised the rear brakes were worn. I had the brake job completed and had to pay out of pocket since brakes are not covered under CPO, and was told that it comes with a one year warranty. Moving forward to April '23 I had a warranty issue and the car sat awaiting repairs on their lot until Sept '23. Unfortunately, the car had another warranty issue this past month, took it in, and was advised my rear brakes are worn again with only 8K miles since the first brake job. I requested they honour the warranty but it was denied due to time limit expiry. Both the dealer and VW know the car was sitting on their lot for 6 months eating up the warranty period, they failed to check the brakes during that time, no offer to extend the warranty, and now have failed to honour their work and warranty. I'm suspicious at the fact that brakes are worn with only 8K miles on them...did they even do the brake job initially?

• Initial Complaint

  Date:09/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint is regarding deception by Bill Jacobs dealership. Bill Jacobs deceived us into purchasing a defective vehicle. I bought a 2009 ****** Matrix from them on July 17, 2023. They advertised the car as rigorously inspected by their technician and claimed it had no issues.During the test drive, I noticed a noise from the back when passing over a bump. The salesperson, who was sitting with us, assured us that it was nothing - just some tools in the trunk making noise. Trusting their explanation, I bought the car. As they are a large dealership, I didn't expect them to lie and deceive me.However, even after driving the car home, I continued to notice the noise when going over bumps and sometimes when turning right. Living in *********, I couldn't go back to the dealership. Instead, I took the car to a mechanic here. The mechanic told me that the noise was coming from the vehicle struts. Upon further inspection, they determined that the struts were faulty and had no life left.I contacted the dealer regarding this issue, and they responded by saying that their inspection showed the struts were fine and refused to repair them. However, the truth is that the struts had an issue from day one since there was a noise during the test drive, which the salesperson dismissed as tools noise from the trunk. Although I have limited knowledge of cars, the mechanic I took the car to immediately identified the noise as coming from the struts.My point is, if the mechanic could identify the problem just by hearing the sound, it raises doubts about the dealership's "rigorous inspection" and whether they intentionally concealed the issue. The mechanic provided an estimate of approximately $3,000 to replace the struts. Therefore, I am requesting that the dealership either reimburse me for this cost or replace the struts.

  Business Response

  Date: 09/23/2023

   

      Better Business Bureau,

   

  The 2009 ****** Matrix with ******* miles was serviced on July 1,2023 (see attached repair order), at that time there was no indication of the Matrix needing struts.  With ************ living in Miinnesota we are not able to inspect the Matrix and the limited warranty on the vehicle does not cover struts. 

   

  Respectfully,

   

  ************************

   

   

   

   

  Customer Answer

  Date: 09/27/2023

   
  Complaint: 20615831
  
  I am rejecting this response because:  I have already raised doubts about their so-called "rigorous inspection"  and inspection report, since the noise was present during the test drive which the salesman dismissed by saying that It was the tools making noise in the trunk. I took the vehicle to mechanic here for the same noise when I continued to notice it. Therefore, their internal inspection report is no good. 

  He mentioned I live in ********* so they can't check the vehicle. I can bring the vehicle to Napervill at their dealership, if they commit to repair the defective vehicle they sold to me. 

  
  Sincerely,
  
  *********************

  Business Response

  Date: 10/12/2023

  Per our previous communication there can not be a promise to fix ****** claim until a proper inspection is made to determine its validity. Vehicle was test driven and delivered with customers full signature and approval !

   

   

  Customer Answer

  Date: 10/15/2023

   
  Complaint: 20615831
  
  I am rejecting this response because: I don't think ******************* is sincere and honest in resolving the issue. They're dishonest, liars and cheaters. In their latest response they said they can't establish the validity of the claim. I took the car to two different mechanic shops, they both are reputable, one was *** Boys and the other one was ************** Services, they both shared the same thing that the struts are faulty and needs to be replaced, they're independent third party not related to me. So how come they can say we can't establish the validity of the claim. There are certified mechanics all over in *********, they can validate the claim. Bill Jacobs is not the only one who has mechanic at their shop, any certified mechanic can validate the claim, so I don't agree with their excuse that claim cannot be validated. 

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Scheduled maintenance for warranty work. Brought the car in, took a loaner. I was forced into picking up the car after a few hours due to an invoice from previous maintenance that was done in 2021. This invoice was for ************* of North Aurora. I personally was not responsible for the charges inquired. Bill Jacobs VW basically refused to fix my car, and has left me with an unsafe vehicle. I am a mother and I commute for work. Not only did I miss a day of work due to Bill Jacobs but I also have a car that I dont feel safe driving in. I would have paid cash for the maintenance, if necessary. I was never given that option. I spoke with the manager at ************* and they did not pay the invoice because the work was supposed to be done under the power train warranty they offer. Someone at Bill Jacobs did not read the contract correctly and allowed something to be fixed that was not covered under the warranty. Now Im left in this gray area, and no one wants to communicate how we can resolve this issue.

  Business Response

  Date: 08/02/2023

  I have called the customer and offered to correct the issues at hand, ******* stated that she would give me a call if she wanted to schedule an appointment!

   

   

  ********************* /  General Manager

   

• Initial Complaint

  Date:04/23/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The level of integrity and respect at this VW dealership is severely lacking. Their priority is closing a deal, even if it means bending the truth. I recently bought a 2023 Taos from ********, who deliberately deceived me about the car to seal the transaction. ******** assured me that the rough transmission would resolve itself during the break-in period, but it turned out to be a well-known issue with the vehicle, confirmed by five different VW dealerships, both in sales and service, and also stated on ***************After bringing up the issue with the General Sales Manager, ********, his response was not only unhelpful, but also insulting. He insinuated that my age and past car ownership history should have made me aware that ********'s statement was untrue, and even laughed at me for suggesting that ******** lied. ******** refused to directly confirm the sales representative's words and blamed me for making a bad purchase decision.Furthermore, during the negotiation process, ******** promised to provide all-weather floor mats, but failed to include them in the delivery. He then suggested that I keep quiet about it and wait for a few weeks to receive them, which was an unacceptable and unprofessional approach. As of now, I still haven't received the mats.In conclusion, I feel that I was misled, and taken advantage of in my dealings with this dealership.

  Business Response

  Date: 04/24/2023

   

  BBB,

  I spoke to ***** on Saturday April 22nd and assured him that Volkswagen would stand behind their product and we agreed to set up a **************** when he gets back from his honeymoon. If Bill Jacobs VW owes ***** floor mats then we will most definitely arrange for them when ***** comes in for service. 

   

  Respectfully,

  *********************

   

   

   

   

   

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19971587
  
  I am rejecting this response because:
  

  Dear BBB and *********************,
  
  Thank you for your reply. I have some concerns about the facts presented and the issue at hand. My honeymoon is six months away, which leads to confusion with ********************* reply. 
  
  I have made it clear in my initial BBB claim, and subsequent email to *******************, that I am not interested in seeking service. Based on both my research and the professional opinion of peers to *********************, in addition to ******* stating that The combination of that high-strung engine and moderately unresponsive seven-speed transmission makes for a jerky affair, I am immediately looking to trade in the car for one that provides the experience I desire, which is an experience that I made clear to the salesperson.
  
  As a reminder, I brought up the jerky issue during the test drive to the salesperson, ********, who indicated with confidence that it would go away during the break-in period. This was factually incorrect and the vehicle is widely known to have a rough, jerky drive. 
  
  It appears that ********************* has overlooked my initial claim.
  
  On April 24th, I traded in my ** Taos that was purchased from Bill Jacobs for a ** Tiguan at **************************************. Due to the false statements by employees of *******************************, my financial damages are $2,493.17. This is the lost value of the vehicle from being titled with 1 owner and only having 244 miles, in addition to the cost of the incremental taxes, title, plates, and doc fees.
  
  I seek immediate reimbursement from Bill Jacobs Volkswagen and will gladly send the bill of sale from ************************ 
  
  It is clear that Bill Jacobs Volkswagen employees lied to ** about the car to close a sale, and that their lie has caused significant financial harm on our end. This would not be a problem had your employees simply suggested the ** Tiguan as a smoother alternative to my objection of the Taos, rather than attempt to close the deal on the Taos. This was the immediate and obvious solution offered by several Volkswagen dealerships I contacted, who all validated the issue with the ****: Volkswagen Of Downtown *******, City Volkswagen of *******, and *********************** Volkswagen. 
  
  Thank you for your prompt consideration.
  
  Sincerely, 
  *******************************

  Business Response

  Date: 05/08/2023

  Bill Jacobs Volkswagen was sorry to hear that ******************** was not happy with his experience nor the vehicle he had purchased.  There appears to be a lot of subjective interpretation and accusation as to what occurred, was perceived,and experienced.  I am not dismissing what took place or in what context,but I am going to address this from a point of what we can all agree on and where we now stand.
   ******************** had made it clear to our General Manager, *********************, his level of unhappiness with the **** days after purchase. ******************** had agreed to visit the dealership upon the return from his *************** a solution in service or perhaps other options related to getting out of the vehicle he had just purchased.   According to one of Mr.********* ******* he elected to forego this meeting and communication while taking the initiative to trade in the vehicle and purchase a different VW model from another Volkswagen dealer.  In the process of making this new transaction and trading in the vehicle he had purchased at Bill Jacobs VW,there was a difference of $2493.17.  This figure was solely negotiated by the customer without our knowledge or consent to any terms of reimbursement.   Bill Jacobs VW was still under the impression that we would be meeting to discuss a resolution. 
   Although we understand the point of view and your need to find a solution, we do not agree with Mr. ********* request for compensation.  He had come to an agreement with **************** to meet and discuss options, service being the first step but it never got that far.  ******************** did not allow ** to perform our due diligence and work out a solution with you which may have led to some type of trade or exchange for another vehicle.  You were in contact with the General Manager of the dealership and he is empowered to make decisions which may have resulted in no additional out of pocket expense and a different model vehicle.  By taking your business to another dealer and negotiating a new deal under the assumption that we would be bound to the financial solution he created for yourself, is incorrect.   We had no knowledge nor were we in any agreement to anything prior to your new transaction.   As mentioned previously, it is highly likely ******************* would have stood to come out in a better situation had you come to us to work out a solution. 
   We informed ******************** that if he had the ability to return his newly purchased vehicle from the other dealer, we could try to work out an agreement for a new vehicle that would be more beneficial to him.  However, as per Mr.********* request for compensation, we respectfully decline.  

  Customer Answer

  Date: 05/12/2023

   
  Complaint: 19971587
  
  I am rejecting this response because:

  I am more than confident that this business owes me compensation for my damages of the loss in the value of the vehicle and the transaction fees to replace it due to the gross mis-representation of the Salesperson who sold the vehicle. The amount I am request is not an amount "negotiated elsewhere at another *********** is a factual amount on the loss of value and the transaction fees associated with rectifying the damages from Bill Jacobs.

  I kindly request 3rd party arbitration from BBB and/or any other avenues to mitigate my damages. Bill Jacobs is practicing unethical business practices and refusing to take proper responsibility. 

  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my 2018 VW Beetle new from Bill Jacobs VW. I have a six year warranty with a little over a year left. Wind started whistling past the sunroof recently. I had the oil changed a few weeks ago and told the service rep about the problem but nothing was done at that time. I called the service department and they told me i would have to pay $180 just for them to look at the problem. The car is under warranty ( and the sunroof is part of the car and should be repaired under the warranty ) at no cost to me. I sent a message to the service manager about the problem but no reply.

  Business Response

  Date: 03/31/2023

  Good Morning,

   

  ******************** is correct that there is the manufacturers warranty on his Volkswagen but the confusion seems to be that we require a $180 diagnostic fee which is not true. Every customer is explained that there would be a $180 fee if the concern is not covered by Volkswagen of America. Our Service Manager ***** has talked to ******************** and explained that every customer is required to sign the Repair Order before we can service a customers vehicle.  

   

  *********************

  General Manager

   

• Initial Complaint

  Date:10/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dealer sold us a 2017 ******* Santa Fe Sport with mechanical issues. They refused to look at the vehicle and when we called to complain we only got denied. They never attempted yo fix any problem. The vehicle has a recalled faulty engine that ***** oil.

  Business Response

  Date: 10/12/2022

  Better Business Bureau,

   

      After reading ********************* concerns I checked with our Sales and Service Managers and there has not been previous communications regarding her issues till this complaint. We will reach out to her to find out who she has been talking to and what are her problems. Attached are the original Bill of Sale, the Car Fax which shows that there are no recalls from ********************* and the copy of the Extended Warranty that she purchased at the time of sale. The extended warranty is for 5Yrs and ****** miles from the time of delivery. She purchased the ******* on Nov. 15, 2021 and the ******* repair order is dated May 16, 2022, did she tell ********'s ******* that she has an extended warranty. Hopefully whatever is wrong with her vehicle is covered under her extended warranty.  We will now try to find that out.

   

  Respectfully,

   

  ************************

  General Manager

  Bill Jacobs Volkswagen

• Initial Complaint

  Date:10/06/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a used vehicle from Bill Jacobs contingent upon their agreement to fix a few minor issues once the parts could be ordered. After a month with no updates, I reached out and was told that the parts were already in and made an appointment to have the ****************** fix the issues. Upon picking my car up, there were what appeared to be tool **** gouges in the paint around the area that they had been installing a new rear wiper arm. The ****************** was closed for the day so I returned the next morning and showed the issue to the Service Manager, who tried to imply that they were not at fault, but said he would follow up with me by midday that day. Since I left, I have received no contact and no one in the ****************** will answer or return my calls. In addition to the paint issue, I found there were bolts and trim clips left in my vehicle that I was looking for confirmation that they were replaced and they had not forgotten to reinstall them somewhere. A less serious issue, but there was also oil smeared on the parking break lever/button when I received the vehicle back.

  Business Response

  Date: 10/12/2022

    We called ************** and he has brought in his vehicle for repairs. The repairs were completed today (10/12/2022) and ************** will be picking up his vehicle tonight or tomorrow.

   

   

     ************************

     General Manager

     Bill Jacobs Volkswagen

     ***********************

  Customer Answer

  Date: 10/13/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/12/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was defrauded and charged for the first two maintenance visits.My Volkswagen warranty and maintenance booklet clearly states that "the first two maintenance visits will be payed in full, compliments of Volkswagen." I was deceived into paying $750.00 for the first a second maintenance visits.

  Business Response

  Date: 04/12/2022

  Good Afternoon,

   

  **************** was not charged for his first two Maintenance appointments, they are free from the manufacturer. The confusion seems to be with the Volkswagen Maintenance Plan that he purchased which covers the  ****** and 50,000

  mile services on his 2021 Jetta. Attached are the forms that **** signed when planning for his vehicles future maintenance, we would be happy to review all of the benefits that his plan covers.

   

  Respectfully,

  ************************

  General Manager

  ************ Cell

  Customer Answer

  Date: 04/14/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

  
  

  To ****************,

  
  

  What about the ****** and ****** scheduled maintenance visits? These two visits are what I specifically what payed for. I remember arguing over this upstairs after the sale. I declined anything beyond those two visits, which would have cost me more. Also, I had the oil changed at just under ***** miles because the "oil change light" came on. I thought this was a good time to change the oil on my new car. Whether the oil change was absolutely necessary or not, it would not hurt anything. I was not charged for the oil change. 

  
  

  Does this first oil change count as one "complimentary" maintenance visit, leaving my car only one more "complimentary" service? A **************** again, advised me that my first two visits are free, and that oil change would be one of them. So the only question I have left is as stated above. What about the ****** and ****** mile interval maintenance? 

  
  

  The purchase of a new vehicle comes with a lot of not so clear paperwork that sometimes seems fishy, as in this case. I will keep your written statement regarding coverage of the ****** and 50,000 service/ maintenance visits in the event there is any confusion later on.

  In the mean time, I will take the best care of the car, probably having your dealer do the recommended oil changes when necessary. The next change will be at or around the ****** mile ****.

  
  

  Sincerely,

  
  

  **** Finley   

  Customer Answer

  Date: 04/19/2022

   
  Complaint: 17018035
  
  I am rejecting this response because:
  

  To ****************,

  
  

  What about the ****** and ****** scheduled maintenance visits? These two visits are what I specifically what payed for. I remember arguing over this upstairs after the sale. I declined anything beyond those two visits, which would have cost me more. Also, I had the oil changed at just under ***** miles because the "oil change light" came on. I thought this was a good time to change the oil on my new car. Whether the oil change was absolutely necessary or not, it would not hurt anything. I was not charged for the oil change. 

  
  

  Does this first oil change count as one "complimentary" maintenance visit, leaving my car only one more "complimentary" service? A **************** again, advised me that my first two visits are free, and that oil change would be one of them. So the only question I have left is as stated above. What about the ****** and ****** mile interval maintenance? 

  
  

  The purchase of a new vehicle comes with a lot of not so clear paperwork that sometimes seems fishy, as in this case. I will keep your written statement regarding coverage of the ****** and 50,000 service/ maintenance visits in the event there is any confusion later on.

  In the mean time, I will take the best care of the car, probably having your dealer do the recommended oil changes when necessary. The next change will be at or around the ****** mile ****.

  
  

  Sincerely,

  
  

  **** Finley   

  
  Sincerely,
  
  *********************

  Business Response

  Date: 04/19/2022

   

  Good Evening ****,

   

  We would be more than happy to review your maintenance plan with in person whenever you might have time to stop by the dealership. Or when your in for your next free oil change please come see me,  together we

  can make sure that things meet your approval. If you want to talk my cell # is ************

   

  *********************

  General Manager

  Bill Jacobs Volkswagen

  Customer Answer

  Date: 04/27/2022

   
  Complaint: 17018035
  
  I am rejecting this response because: I need more time to respond to this. I will continue and finish my response this afternoon 4/27 22
  
  Sincerely,
  
  *********************